IT Service Desk Specialist Tier 2

Tier 2 It Service Desk Specialist

Executech is a full-service IT consulting firm trusted by businesses for nearly 20 years. We're the largest and most award-winning IT provider in Colorado, offering unmatched opportunities for growth. We're a team of tech-savvy professionals who value learning, collaboration, and having fun while delivering top-notch IT services.

What You'll Do

As a Tier 2 IT Service Desk Specialist, you will serve as an escalation point for more complex issues, partnering closely with Tier 1 and engineering teams to deliver high-quality support. You will:

• Act as an escalation resource for advanced troubleshooting across Windows and macOS endpoints, M365, Azure AD/Entra ID, basic server roles, and common SaaS platforms.
• Handle tickets, chats, emails, and calls while meeting SLAs and ensuring clear, timely updates.
• Diagnose and resolve issues involving networking (Layer 2/3 fundamentals, VLANs, VPNs, DHCP/DNS), endpoint management, printers, and line-of-business apps.
• Administer and support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), identity and access, and basic security configurations.
• Perform user lifecycle tasks (provisioning, offboarding, permissions, group policies/Intune configuration).
• Leverage RMM and ITSM tools for monitoring, remote support, patching, and scripting to drive repeatable outcomes.
• Document solutions, create and maintain knowledge base articles, and contribute to root cause analysis and problem management.
• Mentor Tier 1 analysts, helping improve first-call resolution and overall service quality.
• Coordinate with vendors and internal teams on escalations and project tasks as needed.

What We're Looking For

Experience: 2–4 years in a help desk/service desk or MSP environment, with proven Tier 2-level troubleshooting.

• Endpoints: Windows 10/11, macOS, imaging, profiles, and app deployment.
• Microsoft 365: Admin tasks in Exchange Online, SharePoint, Teams; basic PowerShell is a plus.
• Identity: Azure AD/Entra ID, MFA, conditional access basics.
• Networking: TCP/IP, DNS, DHCP, VPNs, VLANs, Wi-Fi; basic firewall rules understanding.
• Servers: Fundamentals of AD, file/print services, permissions; backup and restore basics.
• Tooling: Experience with RMM, ticketing/ITSM, documentation, and remote support tools.
• Service excellence: Strong communication, empathy, and client management skills.
• Execution: Responsiveness, urgency, and solid time management across multiple priorities.
• Problem-solving: Able to drive issues to resolution and contribute to continuous improvement.

Nice to Have

• MSP experience and familiarity with SLAs, multi-tenant tooling, and PSA platforms.
• Certifications such as CompTIA A+/Network+/Security+, Microsoft 365 Fundamentals/Administrator, ITIL Foundation.
• Scripting experience (PowerShell) and MDM/Intune expertise.
• Exposure to security tooling, EDR, and backup solutions.

What You'll Get

• Technology: Company-issued computer.
• Health Benefits: Competitive medical, dental, and vision coverage.
• Financial: 401(k) retirement plan.
• Time Off: Generous PTO.
• Flexibility: Fully remote role with occasional onsite client visits.

If you're ready to be a Tier 2 Help Desk hero and have the technical depth to match, send us your resume. We're excited to see the strengths you'll bring to our team.

Hours of Work

• Full-time position
• Typical schedule: Monday–Friday, 8:00 a.m. to 5:00 p.m.

Points of Note

• You may be required to pass certification and fingerprint registration for background checks with the Colorado Bureau of Investigation for compliance with state and federal policies on the access and handling of police evidence or other data deemed as secured or sensitive by these policies.